Customer Success Manager

Chicago, IL, United States

Description

Who We Are:

Dedicated to making a difference in law enforcement agencies across the U.S., our mission is to transform policing by elevating officer performance with a preventative-based early intervention system. Driven by data science and powered by machine learning, our offering analyzes officer performance data in order to identify potentially problematic behavior. In partnership with the University of Chicago, we’ve developed the world’s largest multi-jurisdictional officer performance database, and the only research-driven, evidence-based early intervention system available in policing today.

We’re also the only provider of a fully integrated, cloud-based Software-as-a-Service (SaaS) platform that simplifies essential policing workflows. This platform is designed to be a single-source solution for all operational needs, driving extensive efficiency gains and providing best-in-class advanced analytics and insights.

Benchmark Analytics provides a comprehensive, all-in-one solution that is advancing police force management through state-of-the-art technology and market-leading data and analytics.

The Role: Customer Success Manager:

In this role, you’ll leverage a consultative approach, applying and establishing best practices to help drive customer usage and adoption of the Benchmark Analytics platform. As the owner of the customer post-go live, you will help ensure a positive customer experience through the renewal process. This role is a balance of independent work and collaboration with Success team counterparts, implementation, Product, Development, Sales and Support teams.

Responsibilities

Be the face of Benchmark to the customer building trust and relationships with agency champions and key points of contact within each assigned agency

Create and manage success plans to ensure consistent delivery against agency goals

Produce weekly/monthly status reports and business reviews

Maintain internal CRM documentation

Understand customer priorities, processes and expected outcomes through in-depth consultative review

Document customer process flows, identify system gaps, and work with internal stakeholders to prioritize customer commitments

Partner with success teammates and leadership to help create process and best practice documentation for both internal and external need/use

Serve as a key connector between our Engineering / Product teams and our customer’s users to communicate Voice of the Customer

Proactively identify and address risks to customer health, including internal and external communications

Drive continued usage and adoption of agency’s Benchmark solutions

Identify upsell/expansion opportunities in addition to driving the renewal process

Leverages data, metrics, and dashboards to make proper decisions on which customers to focus in to deliver just-in-time value

Job Qualifications

Required Skills:

Superb communication skills, ability to translate complex issues and opportunities to drive decision making by senior stakeholders internally and externally

Commerical awareness and strong sense of urgency

Demonstrated empathy for customers and strong organizational skills resulting in strong relationships with internal and external customers

Understanding of value drivers and experience establishing standard operating procedures

Technically savvy and excited to learn – Experience with any of the following are a plus: Advanced MS Excel, SQL, JSON, HTML

Experience working with government agencies

Experience working with CRMs (Salesforce and Gainsight preferred)

Enjoys fast-paced, intensive work environment

Self-starter who is proactive in nature

Experience

Bachelor’s Degree is preferred

Master’s Degree is a plus

At least 3+ years experience in customer success, sales, or account management

At least 2+ years experience in a SaaS organization

The Ideal Candidate Will Also Be

Passionate about supporting the application of big data into consumable tools and a commitment to understanding and improving outcomes in the public sector

Comfortable under pressure, with high-stakes deadlines in a fast-paced environment

Able to communicate concisely and persuasively with customers, engineers, and product managers

Fearless about learning with a service mindset

Open to feedback and trainable

What We Offer

A competitive salary and benefits package.

Unlimited paid time off (PTO)

Ability to work in a fully remote environment (must be based in the U.S. and willing to work in Central Time Zone).

Medical, dental, and vision plan offerings along with 401(k).

Employer-paid Short-Term Disability, Long-Term Disability, and Life Insurance.

Other Voluntary Benefits include additional Life Insurance, Spouse Life Insurance, and Accident Insurance.

The satisfaction that comes with being part of a solution that has real impact in the world.

A diverse workforce and inclusive environment that embraces unique contributions and experiences.

An empowered culture that encourages creativity and professional growth.

How To Apply

Benchmark Analytics is an Equal Opportunity Employer. We value diversity of all kinds in our effort to create a stellar workforce of committed and passionate team members

Unfortunately, we are not able to sponsor employment visas at this time, so we can only accept applications from candidates who are authorized to work in the U.S.

If interested, please email your resume to [email protected]

#J-18808-Ljbffr